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Author's profile photo Mike Griffiths

Chat Support for BI

Hi BI Community,

We are extremely pleased to announce the introduction of Chat Support for BI.  Chat Support is one of our Real Time support offerings that is available to our BI customers.  Customers who use Chat Support are instantly connected with an experienced SAP BI Support Engineer.  The SAP BI Support Engineer will provide immediate assistance in order to help resolve your BI support issue during the Chat session.

This initiative has started as a pilot for BI Product Support and has been rolled out to three Topic areas:

BI Administration (Component BI-BIP-ADM)

All security issues and issues pertaining to Rights and Permissions

Issues dealing with Encyclopedia

Problems with the various servers in the Business Intelligence Platform

BW Publisher

Security Viewer

All Enterprise printing and export issues with Crystal Reports on the Server

Crystal Report Refresh issues in Enterprise

Issues with Query as a Web Service (QaaWS) consumption in a Crystal report

OpenDocument issues with Crystal reports.

BI Publications (Component BI-BIP-PUB)

General scheduling, publishing, and exporting issues with publications

Issues with publications where the source document is a Crystal Report and the report itself fails to schedule.

BI Dashboards (Components BI-RA-XL*)

All Xcelsius/Dashboard install, design and refresh issues

Issues publishing Xcelsius/Dashboard models to Infoview, .swf, .ppt, etc.

Issues related to Query as a Web Service (QaaWS), Live Office, and BW consumption in an Xcelsius/Dashboard model.

Issues with Xcelsius/Dashboard and BI Widgets

Using the Incident Wizard, you will see a new “Chat Support” button when you select one of these components (BI-BIP-ADM, BI-BIP-PUB, BI-RA-XL)

Chat Button.png

Selecting the button will connect you to an SAP BI Support Engineer via a Chat session. To keep track of your chat, the SAP BI Support Engineer will create an incident on your behalf.

This Chat Button will only appear:

·         For the BI Components areas mentioned above

·         If a SAP BI Support Engineer is ready to take your Chat.

We have SAP BI Support Engineers online globally during the working week to assist you via Chat.  For further details on how this works, reference SAP Knowledge Base 2213344 – How to start a chat with SAP Support which provides a video demonstration.

I encourage you to give this a try in order to get a faster resolution to your BI Product support topics.

Any feedback you have is very welcome. The best way to provide it is via the Chat, when prompted at the end of the session. Your feedback will help us to improve the Chat Support experience for the roll-out of this service across all of the BI components.

Thanks and regards,

Mike Griffiths

Global Director, SAP BI Product Support

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      Author's profile photo Rahul Verma
      Rahul Verma

      awesome. that's something that was needed.

      Author's profile photo Former Member
      Former Member

      Thank you.

      That's a great idea

      Author's profile photo Colleen Hebbert
      Colleen Hebbert

      great initiative!

      "during the working week to assist you via Chat"

      Who's working week is this? Is it timezone specific?



      Author's profile photo Mike Griffiths
      Mike Griffiths
      Blog Post Author

      Hi Colleen,

      We have the whole global team of SAP BI Support Engineers available, so from Monday to Friday we have Chat covered 24 hours a day. It's only at the weekend that we revert back to incidents only for the Very High Issues



      Author's profile photo Manna Das
      Manna Das

      great initiative, would be grateful if starts for other areas too

      Author's profile photo Jawahar Konduru
      Jawahar Konduru

      Great. It will be very helpful. Hope there is no longer delay in chat room.

      Author's profile photo Former Member
      Former Member

      Hi Mike,

      are there plans to extend this service to more BI component teams? I currently have an issue in BI-BIP-AUT which might be more easily resolved with a chat.

      Author's profile photo Mike Griffiths
      Mike Griffiths
      Blog Post Author

      Hi Mark,

      We certainly do have plans to roll this out across all of the BI component areas. I don't want to commit a date yet though as we want to make sure we have learned sufficiently through the pilot before rolling out across all teams.



      Author's profile photo Sarvjot Singh
      Sarvjot Singh

      Dear Mike,

      This is indeed a great initiative and would help us as Customers in a better way. I did try this feature, in BI-BIP-ADM component, sadly no one responded to me for nearly 15 - 20 minutes and I had to create an incident in the end.

      Is the feature still not fully functional ?

      Author's profile photo Mike Griffiths
      Mike Griffiths
      Blog Post Author

      Hi Sarvjot,

      I'm certainly sorry to hear that you didn't make a Chat connection with us but can reassure you we are fully functional with our Chat sessions with customers.

      Would you mind if we made contact with you to discuss further as we have a log of every connection made to us over Chat and we cannot trace your request so we would like to investigate further.

      Please could you send us your contact details to so we could discuss further?



      Author's profile photo Former Member
      Former Member

      Great initiative.

      Author's profile photo Eileen Keck
      Eileen Keck

      Love this - Have been waiting anxiously for it ! 🙂